But things got really difficult for Urban Company’s workers in 2023. The platform introduced a new rule stipulating that workers had to maintain an acceptance rate of at least 70 percent, a customer rating of at least 4.7 out of 5, and cancel fewer than four jobs per month. Failure meant being blocked from the app. Nazia managed to keep her ratings above 4.8 until May 2023, when they slipped to 4.69. She was temporarily blocked and put into “retraining”—an online video course followed by 10 bookings that she had to take free of charge in an attempt to boost her rating. Unfortunately, for Nazia, her rating did not budge from 4.69. Since then, she’s been out of work.

“It all happened so quickly,” Nazia says. Now she’s stuck with $2,500 in loans.

I spoke to more than a dozen women like Nazia, all of whom asked for anonymity to protect themselves from retribution and say they were blocked by the platform after failing to meet what they believe were unrealistic expectations.

In Bengaluru, Shabnam—who used a friend’s credit card to pay the $500 joining fee—found that Urban Company started assigning her jobs farther and farther away from home. With rising costs and high commissions, taking these distant trips was “as good as earning nothing,” she says. She turned down the jobs that weren’t economically viable, and soon her response rate—the number of jobs she accepted—dropped to 20 percent. In June, she was dropped from the platform.

Seema, who had worked for Urban Company for five years, had a miscarriage earlier this year. As she was being rushed to the hospital, she didn’t have time to mark in the Urban Company app that she wasn’t able to work that day. Her acceptance rate of bookings fell to 30 percent. She couldn’t get her rate back up to the mandated 80 percent, and she was permanently suspended from the platform. “I went to the office with the doctor’s prescription and everything. They still did not agree to reinstate my account,” Seema says.

In Hyderabad, Sunanda says her account was deactivated earlier this year after a death in the family meant she had to cancel some jobs. She pleaded with a company representative on its helpline and in person—she even submitted the death certificate, but she’s still blocked. “They said they cannot reinstate my account because my rating is not 4.7 or above. I told them my rating is 4.69 and if they give me a chance I will bring it back up, but they refused,” Sunanda, 42, said. “They have given the customers this one weapon: ratings.”

As well as the stick of targets and quotas, Urban Company also offered a carrot for workers: shares in the business.

In 2022, the company announced its Partner Stock Options Program (PSOP), granting shares worth $18 million over the next five to seven years. The following November, they awarded stocks worth approximately $635,000 to 500 partners. But while the PSOPs seemed to be almost guaranteed for workers, the process of accessing them is heavily gamified.